IT SUPPORT AND KNOWLEDGE BASE SPECIALISTFULLY REMOTE SALARY - CIRCA £30kAbout the Role: Our client is an innovative software company specialising in accountancy solutions. They are passionate about delivering excellent customer experiences and continuously improving their applications through user feedback and smart technology. They are now looking for a motivated and technically minded individual to join their team in a customer-focused software support and AI knowledge role.The Role This position would suit someone with experience in application software support, customer support, or helpdesk environments who enjoys learning systems, solving problems, and helping users. You will work closely with customers and the development team to support users, handle support enquiries, improve internal knowledge systems, and contribute to the development of the company's AI chatbot and knowledge base.Key ResponsibilitiesRespond to customer support emails and occasional callsLearn and understand the company's accountancy software applicationsInvestigate user issues and provide effective solutionsAnalyse customer feedback and identify recurring problems or improvement areasMaintain and update the internal knowledge base and AI chatbot contentWork alongside developers to improve software functionality and AI responsesHelp ensure customers receive accurate and helpful support informationWhat We're Looking ForPrevious experience handling support emails and/or customer callsExperience supporting application software or business systemsStrong communication and problem-solving skillsAbility to learn new software systems quicklyGood analytical and organisational skillsA positive, proactive approach to customer serviceDesirable SkillsBackground in IT, Computer Science, Accountancy, or similarFamiliarity with software applications or SaaS platformsKnowledge of AI/chatbot technologiesUnderstanding of software development processesExposure to Java or other programming languages would be beneficialWhat's on OfferFully remote workingSupportive and collaborative environmentOpportunity to grow within a software and AI-focused businessOngoing professional developmentCompetitive salary and benefits This is an excellent opportunity for someone looking to develop a long-term career within software support, application analysis, and AI-driven technologies. Please note if you have not been contacted by Plum Personnel within seven days then unfortunately on this occasion you have been unsuccessful. Due to the high level of applications we are receiving at this time, we are unfortunately unable to give individual feedback. Plum Personnel is acting as an employment agency in relation to this vacancy. Plum Personnel is an equal opportunities employer.